Patient satisfaction of services of the out patient department, Base Hospital, Panadura
<p><strong>Background: </strong>Patient satisfaction is one of the well-known yardsticks to measure the strength of services being provided in hospitals.</p><p><strong> </strong></p><p><strong>Objective: </strong>To assess the level o...
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| Format: | Article |
| Language: | English |
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College of Community Physicians of Sri Lanka
2017-09-01
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| Series: | Journal of the College of Community Physicians |
| Subjects: | |
| Online Access: | https://jccpsl.sljol.info/articles/8105 |
| _version_ | 1828363870798872576 |
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| author | Kasunee Chamila Kalubowila Dinesha Perera Inoka Senathilaka Champika Alahapperuma Ramani Devika Withana Palitha Dharmabandhu Kapparage |
| author_facet | Kasunee Chamila Kalubowila Dinesha Perera Inoka Senathilaka Champika Alahapperuma Ramani Devika Withana Palitha Dharmabandhu Kapparage |
| author_sort | Kasunee Chamila Kalubowila |
| collection | DOAJ |
| description | <p><strong>Background: </strong>Patient satisfaction is one of the well-known yardsticks to measure the strength of services being provided in hospitals.</p><p><strong> </strong></p><p><strong>Objective: </strong>To assess the level of satisfaction on health care services provided by the out-patient department (OPD) and associated socio-demographic factors among patients attending a base hospital in Sri Lanka.</p><p><strong> </strong></p><p><strong>Methods: </strong>A cross-sectional study was conducted among 422 out-patients at Base Hospital (BH) Panadura, selected using a systematic sampling method during January 2017. Critically ill patients and first timers to the OPD were excluded. Data were collected using a self-administered questionnaire on the personal characteristics of patients and their satisfaction with OPD services under five domains: physical facilities, registration, consultation, pharmacy and accessibility of services. Satisfaction was assessed based on a pre-determined scoring system. Patients were dichotomized into two groups: ‘satisfied’ and ‘less-satisfied’ with the OPD services, and were compared by selected socio-demographic factors using chi-square test.</p><p><strong> </strong></p><p><strong>Results: </strong>Response rate was 85% (n=359). The majority consisted of females (n=261, 72.7%). Patient satisfaction varied according to the service domain: physical facilities (n=214, 59.6%), registration (n=138, 38.4%), consultation (n=175, 48.7%), pharmacy services (n=198, 55.1%) and accessibility of service (n=118, 32.9%). Further, only smaller proportions of patients were satisfied with the adequacy (n=119, 33.1%) and comfort (n=160, 44.6%) of seating facilities; adequacy (n=130, 36.2%) and cleanliness (n=109, 30.4%) of toilets; waiting time at the dispensary (n=65, 18.1%) and for consultation (n=120, 33.4%), and examination done by doctor (n=131, 36.5%). Females were significantly less-satisfied with the overall OPD services compared to males (25% versus 18.4%; p=0.04). No such relationship was seen in relation to age (p=0.28) and level of education (p=0.31).</p><p><strong> </strong></p><strong>Conclusions: </strong>Most patients were satisfied with the overall OPD services. Yet, areas such as registration services, waiting time especially for dispensary and consultation, and sanitary and seating facilities need further improvement. Strengthening the infrastructure and introducing an appointment system are recommended. |
| first_indexed | 2024-04-14T05:07:06Z |
| format | Article |
| id | doaj.art-079d47232d9246199f3c19e38da2c1e7 |
| institution | Directory Open Access Journal |
| issn | 1391-3174 2579-1451 |
| language | English |
| last_indexed | 2024-04-14T05:07:06Z |
| publishDate | 2017-09-01 |
| publisher | College of Community Physicians of Sri Lanka |
| record_format | Article |
| series | Journal of the College of Community Physicians |
| spelling | doaj.art-079d47232d9246199f3c19e38da2c1e72022-12-22T02:10:39ZengCollege of Community Physicians of Sri LankaJournal of the College of Community Physicians1391-31742579-14512017-09-01232637010.4038/jccpsl.v23i2.81055724Patient satisfaction of services of the out patient department, Base Hospital, PanaduraKasunee Chamila Kalubowila0Dinesha Perera1Inoka Senathilaka2Champika Alahapperuma3Ramani Devika Withana4Palitha Dharmabandhu Kapparage5University of ColomboGeneral Hospital, KalutaraBase Hospital, HoranaBase Hospital, PanaduraBase Hospital, PanaduraColombo South Teaching Hospital<p><strong>Background: </strong>Patient satisfaction is one of the well-known yardsticks to measure the strength of services being provided in hospitals.</p><p><strong> </strong></p><p><strong>Objective: </strong>To assess the level of satisfaction on health care services provided by the out-patient department (OPD) and associated socio-demographic factors among patients attending a base hospital in Sri Lanka.</p><p><strong> </strong></p><p><strong>Methods: </strong>A cross-sectional study was conducted among 422 out-patients at Base Hospital (BH) Panadura, selected using a systematic sampling method during January 2017. Critically ill patients and first timers to the OPD were excluded. Data were collected using a self-administered questionnaire on the personal characteristics of patients and their satisfaction with OPD services under five domains: physical facilities, registration, consultation, pharmacy and accessibility of services. Satisfaction was assessed based on a pre-determined scoring system. Patients were dichotomized into two groups: ‘satisfied’ and ‘less-satisfied’ with the OPD services, and were compared by selected socio-demographic factors using chi-square test.</p><p><strong> </strong></p><p><strong>Results: </strong>Response rate was 85% (n=359). The majority consisted of females (n=261, 72.7%). Patient satisfaction varied according to the service domain: physical facilities (n=214, 59.6%), registration (n=138, 38.4%), consultation (n=175, 48.7%), pharmacy services (n=198, 55.1%) and accessibility of service (n=118, 32.9%). Further, only smaller proportions of patients were satisfied with the adequacy (n=119, 33.1%) and comfort (n=160, 44.6%) of seating facilities; adequacy (n=130, 36.2%) and cleanliness (n=109, 30.4%) of toilets; waiting time at the dispensary (n=65, 18.1%) and for consultation (n=120, 33.4%), and examination done by doctor (n=131, 36.5%). Females were significantly less-satisfied with the overall OPD services compared to males (25% versus 18.4%; p=0.04). No such relationship was seen in relation to age (p=0.28) and level of education (p=0.31).</p><p><strong> </strong></p><strong>Conclusions: </strong>Most patients were satisfied with the overall OPD services. Yet, areas such as registration services, waiting time especially for dispensary and consultation, and sanitary and seating facilities need further improvement. Strengthening the infrastructure and introducing an appointment system are recommended.https://jccpsl.sljol.info/articles/8105patient satisfaction, hospital service, quality of care |
| spellingShingle | Kasunee Chamila Kalubowila Dinesha Perera Inoka Senathilaka Champika Alahapperuma Ramani Devika Withana Palitha Dharmabandhu Kapparage Patient satisfaction of services of the out patient department, Base Hospital, Panadura Journal of the College of Community Physicians patient satisfaction, hospital service, quality of care |
| title | Patient satisfaction of services of the out patient department, Base Hospital, Panadura |
| title_full | Patient satisfaction of services of the out patient department, Base Hospital, Panadura |
| title_fullStr | Patient satisfaction of services of the out patient department, Base Hospital, Panadura |
| title_full_unstemmed | Patient satisfaction of services of the out patient department, Base Hospital, Panadura |
| title_short | Patient satisfaction of services of the out patient department, Base Hospital, Panadura |
| title_sort | patient satisfaction of services of the out patient department base hospital panadura |
| topic | patient satisfaction, hospital service, quality of care |
| url | https://jccpsl.sljol.info/articles/8105 |
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